iyad kamal - aramex...online retailers is still limited ecommerce is more mature . future trends...

E-TRENDSARABNET 2014

IYAD KAMAL

IYAD KAMAL

IYAD@ARAMEX.COM

@IYADKAM

E-TRENDS

BUSINESS TRENDS

PAYMENTS

RETURNS

SOCIAL TRENDS

LAST MILE SOLUTION

THE MIXERBUSINESS TRENDS

MENA VS. INTERNATIONALECOMMERCE TRENDS

DATA FROMONLINE RETAILERS USING ARAMEX'S SHIPPING SERVICES

SHOP AND SHIP ARAMEX’S ONLINE SHOPPING DELIVERY SERVICE

E-TRENDS INCLUDE MIXED DATA FROM :

ECOMMERCE SEASONALITY / SHIPMENT GROWTH

Q1

2013

2012

2011

Q2 Q3 Q4

BUSINESS TRENDS

2012, 2013, MENA VS. INTERNATIONAL, %

20%

MENA100%

INTERNATIONAL

MENA INTERNATIONAL

MENA REGION VS. THE WORLD. BUSINESS TRENDS

SHIPMENTS WITHIN MENA HAVE SEEN 100% GROWTH FROM 2012 TO 2013INTERNATIONAL SHIPMENTS HAVE SEEN 20% GROWTH FROM 2012 TO 2013.

THE ECOMMERCE MARKETPLACE IS STILL FAIRLY UNDERDEVELOPED AND THE AMOUNT OF REGIONAL ONLINE RETAILERS IS STILL LIMITED

ECOMMERCE IS MORE MATURE

FUTURE TRENDSMENA REGION VS. THE WORLD. BUSINESS TRENDS

MORE INTERNATIONAL ECOMMERCE

COMPANIES ARE SELLING TO THIS PART

OF THE WORLD.

WE SEE AN UPWARD GROWTH TREND IN THE MENA REGION

SHOPPERS ARE INTERESTED IN ONLINE STORES

ACROSS THE WORLD BEYOND US, UK AND CHINA.

MENA VS. INTERNATIONAL, AVERAGE WEIGHT, 2013, % GROWTHAVERAGE WEIGHTSBUSINESS TRENDS

AVERAGE WEIGHT

1.8KG

MENA INTERNATIONAL

MENA INT'l

MENA INT'l

1.3KG

GROWTH

36% 2%

% BY DESTINATION COUNTRY, 2013LARGEST MARKETS

SAUDI ARABIA EGYPTUAE

BUSINESS TRENDS

38% 28% 10%

E-TRENDS

BUSINESS TRENDS

PAYMENTS

RETURNS

SOCIAL TRENDS

LAST MILE SOLUTION

PAYMENTS WHAT ARE PEOPLE BUYING (SNS)

ENTERTAINMENTBOOKS

ELECTRONICS APPAREL

SHOESAPPAREL

BEAUTY SUPPLIES BOOKS/BAGS

PAYMENTS2013, MENA VS. INTERNATIONAL IN USDVALUE OF GOODS

THE AVERAGE VALUE OF GOODS PURCHASED IN THE MENA WAS $110 IN 2013

(THIS FIGURE HAS STAYED CONSISTENT OVER THE LAST 3 YEARS)

THE AVERAGE VALUE OF GOODS PURCHASED

INTERNATIONALLY IS $75

(THE FIGURE HAS DROPPED COMPARED TO LAST YEAR)

PAYMENTS COD VS. CREDIT CARD PAYMENT 2012, 2013, %

71%20122013

29%74% 26%

THE MENA ECOMMERCE MARKET IS A COD ONE!THE FUTURE? MORE OF THE SAME WITH AN INTERNATIONAL TWIST

CASH ON DELIVERY (COD) CARD

2012, 2012, 2013 AVERAGE, LOCAL, BEYONDPAYMENTS SAUDI BUYERS

70%MENA SHIPMENTS TO KSA:

TO MAJOR CITIES

90%INTERNATIONAL SHIPMENTS TO KSA:

TO MAJOR CITIES

PAYMENTS

35% NO CARD

25% CASH EASIER

4% OTHERS

18% PREFERS CASH

18% NO TRUST IN ONLINE PAYMENTS

WHY SAUDI CUSTOMERS PREFER CASH?

E-TRENDS

BUSINESS TRENDS

PAYMENTS

RETURNS

SOCIAL TRENDS

LAST MILE SOLUTION

RETURNS UNDELIVERABLE RETURNS 2011, 2012, 2013, %

17% 20% 18%2011 2012 2013

TOP REASONS:

CUSTOMERSREFUSEDTHE PACKAGES

CUSTOMERS ARE UNREACHABLE

24%21%

7%7%

2012

2013

RETURNS RETURNS BY PAYMENT TYPE

CASH ON DELIVERY (COD) CARD

1.88 1

RETURNS AVERAGE # OF DELIVERY ATTEMPTS, 2013, %

CASH ON DELIVERY (COD) CARD

AVERAGE NUMBER OF DELIVERY ATTEMPTS

AVERAGE NUMBER OF DELIVERIES

E-TRENDS

BUSINESS TRENDS

PAYMENTS

RETURNS

SOCIAL TRENDS

LAST MILE SOLUTION

SOCIAL TRENDS

KSA

KUWAIT

UAE

OTHER

EGYPT

INDIA

QATAR

BAHRAIN

GEOGRAPHICAL SHARE OF VOICE ON TWITTER (% BY COUNTRY)

53%

12%

10%

9%

5%

4%

3%

3%

SOCIAL TRENDS SENTIMENT ON TWITTER AND FACEBOOK

POSITIVE

5% 78% 18% 7% 72% 21%

NEUTRAL

NEGATIVE

SOCIAL TRENDS

CUSTOMER SERVICE

CONVERSATIONAL

MARKETING

SUSTAINABILITY

ARAMEX EMPLOYEES

HR

NATURE OF POSTS, % BY POST CATEGORY

58%

28%

8%

2%

2%

1%

78%

11%

5%

3%

1%

2%

E-TRENDS

BUSINESS TRENDS

PAYMENTS

RETURNS

SOCIAL TRENDS

LAST MILE SOLUTION

OF CUSTOMERS PREFER TO USE THE MOBILE APP MY ADDRESS TO SCHEDULE THEIR DELIVERY TIMINGS AS OPPOSED TO DOING IT VIA PHONE WITH THE CALL CENTRE.

LAST MILE SOLUTION MYADDRESS.ARAMEX.COM - THE MOBILE EFFECT

30%

100% SAFE& SECURE

AVAILABLE24/7

CHEAPESTDELIVERYOPTION

QUICK,SIMPLE& FUN

LAST MILE SOLUTION LOCKERS FOR YOUR CONVENIENCE

NEVER MISS A DELIVERY AGAIN!

LAST MILE SOLUTION

60 600

150 70

300g

0.23l 0.01l

14g

LOCKERS FOR YOUR CONVENIENCESUPPORTING SUSTAINABLE DEVELOPMENT

Source: AGH – Krakow Poland

COURIERAUTOMATED PRIVATE

LOCKERS

PARCELS DAILY PER ONE COURIER

KILOMETERS DAILY PER ONE COURIER

CO² EMISSION PER PARCEL

FUEL CONSUMPTION PER PARCEL

95%

LAST MILE SOLUTION

REDUCTION OF CO2 EMISSION AND FUEL CONSUMPTION

THANKYOU